What’s changing

Currently, residential NGA customers only receive a dispatch pre-call the day before Install. However, with the majority of cancellations occurring before or during the Scope appointment, we’re moving this call to the front of the process –ahead of the Scope. This is not an additional call, just a change to the timing of the call.

Supporting details

This conversation provides the customer with an overview of the end-to-end process of fibre installation at their home. It explains the purpose of the scope, build and connect, as well as confirming appointments to ensure the customer knows what to expect when a technician arrives on site. By making this call earlier in the process we hope that it will better educate the customer and reduce the number of cancellations the 24 hours prior or during the scope appointment.  This will then deliver a more efficient process and reduction in cancellations. This change will only be implemented on BAU residential NGA orders. Business orders and managed migration campaigns are excluded, due to the separate processes around those order types.

Next steps

The dispatch scope pre-call will be actioned for residential installs from Monday 26 March 2018.

Please note the existing technician contacts, evening before each appointment, will remain unchanged, as will all other provisioning activities.

For all other queries please contact your Service Delivery Manager in the first instance.